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Support

Handling customer issues well is key to keeping them happy, but managing multiple support channels, meeting SLAs, and resolving issues on time can be tough. ERPNext's support module makes this easier by centralizing ticket management, automation, and real-time insights into one system.

Manage customer tickets across multiple channels

Automate ticket assignments

Track SLAs for timely resolutions

Monitor team performance with reports

Empower customers with self-service portals

Customize salary slip print formats

Reduce ticket load with a knowledge base

Schedule and track maintenance visits

Manage customer tickets across multiple channels

ERPNext centralizes all customer interactions—whether calls, emails, or chats—into support tickets. This ensures your team can handle all inquiries in one place, reducing response times and improving efficiency. Features like call popup via Twilio or Exotel integration notify you of incoming calls, while email-to-ticket conversion ensures that every query is captured.

Automate ticket assignments

Simplify ticket distribution by setting up automatic assignment rules, whether round-robin or load balancing, ensuring an even workload across the team. This reduces manual effort and helps your team focus on resolving customer issues more quickly.

Track SLAs for timely responses

Set response and resolution times with SLAs that match your support policies. ERPNext automatically updates the SLA status of tickets in real-time, ensuring your team stays informed and can address any issues promptly when targets are not met.

Monitor team performance with reports

ERPNext provides key reports like Support Hour Distribution, Issue Summary, Issue Analytics, and First Response Time for Issues. These insights help you track team efficiency, understand workload distribution, and identify areas for improvement to ensure better customer service outcomes.

Empower customers with self-service portals

The Issue Portal enables customers to raise tickets, track progress, and interact directly with your support team. It offers transparency and gives them control over their queries, allowing for a smoother, more efficient communication process.

Customize salary slip print formats

Design your perfect salary slip formats with the Frappe Print Designer. Tailor the layout to include all necessary details, from base salary and net pay to deductions and tax projections, ensuring transparency and complete understanding of the compensation.

Reduce ticket load with help articles

Create clear help articles and FAQs to provide customers with immediate answers to common questions. This helps reduce the number of incoming tickets, enabling your team to focus on more complex issues that require their attention.

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